Pendo

Product usage & behavior data capture

4,4 /5 (146 reviews) Write a Review!

Pendo Overview

What is Pendo?

Pendo is a product experience platform for teams to capture product usage data and behavior, gather feedback, and influence behavior with in-app messaging. By providing users with the tools to analyze their customer usage, organizations can see which features drive engagement and target segmented groups, enhancing their customer experience.

The behavioral analytics tool allows users to extract and analyze data such as time spent on the app, drop off points and trends over time. Using this data, users can make changes based on results and create targeted material for specific user groups. In order to facilitate effective targeting, Pendo allows users to define custom user segments based on behavior in order to smart target with in-app guides and walkthroughs. Using Pendo’s templates, users can create and customize guides in the form of tooltips, banners and light boxes, highlighting feature updates or providing support.

In order to enhance the user experience Pendo provides users with the tools to deploy feedback polls and surveys, enabling businesses to bring together quantitative and qualitative data. Users can run feedback forms in-app and calculate net promoter scores (NPS) in order to understand where dissatisfaction stems from. Results are provided within the Pendo app in real time so that action can be taken as necessary.

Pendo Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Free
Subscription
Value for money

Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding.

For greater than 100 monthly users contact Pendo for a custom pricing plan.


Pendo Features

Devices
Business size
S M L
Markets
United States, Canada
Supported Languages
English

Media

Customizable dashboard with overviews of usage
View graphs and statistics based on app usage
Follow user paths to understand the user journey
Create in-app guides with smart targeting
Run stage tests of guides to understand effectiveness
Ask and receive feedback from users within the app
Integrate with SalesForce and sync data and contacts
Access historical data automatically stored by Pendo
Create user segments to analyze particular user groups
Pendo video Pendo screenshot: Customizable dashboard with overviews of usage Pendo screenshot: View graphs and statistics based on app usage Pendo screenshot: Follow user paths to understand the user journey Pendo screenshot: Create in-app guides with smart targeting Pendo screenshot: Run stage tests of guides to understand effectiveness Pendo screenshot: Ask and receive feedback from users within the app Pendo screenshot: Integrate with SalesForce and sync data and contacts Pendo screenshot: Access historical data automatically stored by Pendo Pendo screenshot: Create user segments to analyze particular user groups

Pendo Reviews

Pendo Reviews

Overall rating
4,4
/
5
Excellent
77

Very good
60

Average
6

Poor
1

Terrible
2

Value for Money
4,2
Features
4,3
Ease of Use
4
Customer Support
4,5
94% recommended this app
Massimo A.

Combines good product analytics with in-app guides and NPS tracking. And that's killer.

We now use it across several products in the MailUp Group (https://mailupgroup.com). For example, beyond using it for product analytics, we were able to stop using other applications for both in-app guides and NPS tracking, and we now use Pendo for that both in MailUp (https://www.mailup.com) and BEE Pro (https://beefree.io). It's certainly not inexpensive, but it gives the Product and Product Marketing teams tools that are crucial to their work. So, money well spent in my view.


Josh G.

Used at Multiple Companies / Highly Recommend


Verified Reviewer

Good tracking, but you get what you set up

Outputs depend greatly on the familiarity of those setting up the page/feature tags and segments. It can be cleaned up later, but it's not a trivial effort to set up, and little happens automatically.


Ike B.

Shop around

I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to deploy an NPS survey on our product we had some significant bugs. The first, we had a Opt Out list that some of our admins requested to be on (they didn't want to receive the survey). Pendo experienced a bug in which our survey in fact was seen by some of those accounts.

This most recent time I've run across some significant bugs and pretty fundamental considerations in UI. Take for instance that Pendo provides no help in the UI to help guide you in whether you are actually selecting the right account to pool into a segment to target or exclude. You have to pretty much get the account character for character exact to how Pendo has in the system. When I try to export the list of accounts from Pendo, modify the list to remove or add accounts and reimport, Pendo fails on any accounts that have a comma in the title (like Company, LLC or Org, Inc.).

Also our survey just decided to not appear out of the blue. Luckily I've jumped in to check our survey frequently and discovered this was the case.

I can't be confident that when I deploy something to our end users that Pendo will behave appropriately. Consider another solution with better history and size.


Verified Reviewer

Useful Add-On For our Website

Great product layer to help give you objective details about the end user usage of your product.


Massimo A.
Industry: Internet
Company size: 11-50 Employees

Combines good product analytics with in-app guides and NPS tracking. And that's killer.

Used Daily for 1+ year
Reviewed on 2019/01/05
Review Source: Capterra

We now use it across several products in the MailUp Group (https://mailupgroup.com). For example, beyond using it for product analytics, we were able to stop using other applications for both in-app guides and NPS tracking, and we now use Pendo for that both in MailUp (https://www.mailup.com) and BEE Pro (https://beefree.io). It's certainly not inexpensive, but it gives the Product and Product Marketing teams tools that are crucial to their work. So, money well spent in my view.

Pros

What's unique and really useful about Pendo is that it combines product analytics, in-app guides & Net Promoter Score tracking, all under one roof. This allows you to show custom messages just to certain audiences (e.g. I see that some customers did not yet try feature ABC, so I show them a Guide to trigger adoption), and see NPS scores for different segments of users (e.g. what's the NPS for customers that never use feature ABC? What's the score for those that use feature ABC all the time?). That provides incredible insights.

Cons

First of all let me say that the company has come a long way. Pendo is growing a ton and it shows. They're constantly improving the platform, so we're confident that flaws will be corrected over time. That said, in our experience setting things up takes some time (and the concept of "Feature" is not immediately clear to newcomers: it actually means "UI element"), and until recently there were some annoying productivity issues (e.g. you could not quickly clone a segment, resulting in potentially lots of repeat tasks just to create two similar segment of users: now this has been resolved!). Improvements still need to be made for multi-language applications (e.g. different Guides for different users that speak different languages).

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

Josh G.
Industry: Telecommunications
Company size: 201-500 Employees

Used at Multiple Companies / Highly Recommend

Used Weekly for 2+ years
Reviewed on 2019/05/06
Review Source: Capterra

Pros

Pendo is a great tool. It is easy to use and helps executives start tracking the right metrics (instead of guessing at what is important). It also scales your support organization with automated onboarding and educational opportunities for users.

Cons

Sometimes the reports bug-out, but the support team is quick to respond.

Additionally, there is no way to communicate with users OUTSIDE your application ecosystem (i.e. email). If a user isn't engaged with your software, you have to go into a different system in order to get re-engagement.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Computer Software
Company size: 201-500 Employees

Good tracking, but you get what you set up

Used Weekly for 6-12 months
Reviewed on 2020/09/10
Review Source: GetApp

Outputs depend greatly on the familiarity of those setting up the page/feature tags and segments. It can be cleaned up later, but it's not a trivial effort to set up, and little happens automatically.

Pros

Tracking snippet is fast to install. For a SaaS solution, it starts logging events right away, regardless of whether a page or feature is tagged. This helps later, new tags retroactively apply based on logs.

Cons

Setup was very tedious, each page and feature needed to be tagged individually. Some features like app filters or groups didn't work for all of our solutions, leading to redundant naming conventions.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Ike B.
Industry: Information Technology & Services
Company size: 1 001-5 000 Employees

Shop around

Used Monthly for 6-12 months
Reviewed on 2017/04/17
Review Source: Capterra

I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to deploy an NPS survey on our product we had some significant bugs. The first, we had a Opt Out list that some of our admins requested to be on (they didn't want to receive the survey). Pendo experienced a bug in which our survey in fact was seen by some of those accounts.

This most recent time I've run across some significant bugs and pretty fundamental considerations in UI. Take for instance that Pendo provides no help in the UI to help guide you in whether you are actually selecting the right account to pool into a segment to target or exclude. You have to pretty much get the account character for character exact to how Pendo has in the system. When I try to export the list of accounts from Pendo, modify the list to remove or add accounts and reimport, Pendo fails on any accounts that have a comma in the title (like Company, LLC or Org, Inc.).

Also our survey just decided to not appear out of the blue. Luckily I've jumped in to check our survey frequently and discovered this was the case.

I can't be confident that when I deploy something to our end users that Pendo will behave appropriately. Consider another solution with better history and size.

Pros

The UI is modern and appealing

Cons

The software is inconsistent, buggy and unpredictable.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 1.0/10

Verified Reviewer
Industry: Computer Software
Company size: 51-200 Employees

Useful Add-On For our Website

Used Daily for 2+ years
Reviewed on 2020/09/30
Review Source: Capterra

Great product layer to help give you objective details about the end user usage of your product.

Pros

We really love the usage data we get from Pendo. It helps to identify sore spots in our interface that may incite frustration from our clients, and is also equally useful in setting up reviews, announcements, and alerts.

Cons

It is a large program that will take some tinkering to become anywhere useful let alone proficient, but with such a large platform that is to be expected.

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

User recommendation
8,6/10
Based on 146 user ratings
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Pendo Pricing

Pendo Pricing

Starting from
N/A
Free Trial
Free
Subscription
Value for money

Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding.

For greater than 100 monthly users contact Pendo for a custom pricing plan.

Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding.

For greater than 100 monthly users contact Pendo for a custom pricing plan.

Value for Money
4,2/5
Based on 146 user ratings
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Pendo Features

Pendo Features

API
Activity Dashboard
Ad hoc Reporting
Business Intelligence
Charting
Collaboration Tools
Customizable Reporting
Dashboard Creation
Data Filtering
Data Import/Export
Data Visualization
Monitoring
Multiple Data Sources
Predictive Analytics
Real Time Analytics
Real Time Data
Reporting & Statistics
Third Party Integration
Trend Analysis
Visual Analytics
Features
4,3/5
Based on 146 user ratings
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Categories

Additional information for Pendo

Additional information for Pendo

Key features of Pendo

  • Absence management
  • Activity dashboard
  • Analytics
  • Archiving & retention
  • Automatic backup
  • Behavior tracking
  • Best practices repository
  • CRM integration
  • Churn management
  • Client management
  • Communication management
  • Conversion optimization tools
  • Conversion tracking
  • Customer activity reporting
  • Customer experience management
  • Customer segmentation
  • Customizable reporting
  • Customizable templates
  • Data import/export
  • Data synchronization
  • Engagement analytics
  • Event tracking
  • Event triggered actions
  • Feedback management
  • Filtered views
  • Graphical data presentation
  • Knowledge base
  • Lead management
  • Lead nurturing
  • Market segmentation
  • Monitoring
  • Performance reports
  • Planning tools
  • Preview functionality
  • Real time analytics
  • Real time data
  • Real time monitoring
  • Reporting & statistics
  • Rich text editor
  • Security & encryption
  • Surveys & feedback
  • Trend analysis
  • User activity monitoring
  • Visitor tracking
  • Visual analytics

Benefits

  • Sync account and contact data with Pendo’s integration with Salesforce and push data to trigger offline actions and workflow. Pendo also integrates with Gainsight for KPI’s and Segment to simplify codebase.

  • Design custom funnels to follow user journeys through specific tasks, and witness how they complete them or where customers drop off, to better understand user behavior.

  • Blacklist users by host name, IP address, visitors and accounts so that usage from internal users does not affect data and analytics. Blacklisting is historical and instant so can be implemented or reversed at any time.

  • Access historical data any time via Pendo’s backup of customer activity from day one. Export this data in CSV or excel file with one click and access it through Pendo API or transfer to integrated apps.

  • Deploy stage testing on created guides with Pendo in order to gain analytics and decide which guides are the most effective and generate the most interaction. Guide analytics are displayed in graph format for ease of understanding.

  • Pendo FAQs

    Pendo FAQs

    Below are some frequently asked questions for Pendo.

    Q. What type of pricing plans does Pendo offer?

    Pendo offers the following pricing plans:

    Pricing model: Free, Subscription

    Free Trial: Available

    Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding. For greater than 100 monthly users contact Pendo for a custom pricing plan.

    Q. What are the main features of Pendo?

    Pendo offers the following features:

    • Absence management
    • Activity dashboard
    • Analytics
    • Archiving & retention
    • Automatic backup
    • Behavior tracking
    • Best practices repository
    • CRM integration
    • Churn management
    • Client management
    • Communication management
    • Conversion optimization tools
    • Conversion tracking
    • Customer activity reporting
    • Customer experience management
    • Customer segmentation
    • Customizable reporting
    • Customizable templates
    • Data import/export
    • Data synchronization
    • Engagement analytics
    • Event tracking
    • Event triggered actions
    • Feedback management
    • Filtered views
    • Graphical data presentation
    • Knowledge base
    • Lead management
    • Lead nurturing
    • Market segmentation
    • Monitoring
    • Performance reports
    • Planning tools
    • Preview functionality
    • Real time analytics
    • Real time data
    • Real time monitoring
    • Reporting & statistics
    • Rich text editor
    • Security & encryption
    • Surveys & feedback
    • Trend analysis
    • User activity monitoring
    • Visitor tracking
    • Visual analytics

    Q. Who are the typical users of Pendo?

    Pendo has the following typical customers:

    Small Business, Mid Size Business

    Q. What languages does Pendo support?

    Pendo supports the following languages:

    English

    Q. What type of pricing plans does Pendo offer?

    Pendo has the following pricing plans:

    Free, Subscription

    Q. Does Pendo support mobile devices?

    We do not have any information about what devices Pendo supports

    Q. What other apps does Pendo integrate with?

    Pendo integrates with the following applications:

    Aysling Service Operations, Aysling Vendor Management, Igloo Software, MagHub, Natero, Rippling, Salesforce Sales Cloud, Strikedeck, Zapier, Zendesk

    Q. What level of support does Pendo offer?

    Pendo offers the following support options:

    Phone Support, Online Support, Knowledge Base, Video Tutorials